Problem definition

Emails with MIME header that do not comply to the RFC2046 convention will be rejected by the Service Desk incoming mail handler.

Emails with 7-bit encoding will create tickets with an empty Description field

• The following error shows up on Jira logs.

       msg: Unknown encoding: 7-bit
       stack: java.io.IOException: Unknown encoding: 7-bit
  	at javax.mail.internet.MimePartDataSource.getInputStream(MimePartDataSource.java:92)
  	at com.sun.mail.handlers.text_plain.getContent(text_plain.java:59)
  	at javax.activation.DataSourceDataContentHandler.getContent(Unknown Source)
  	at javax.activation.DataHandler.getContent(Unknown Source)
  

Suggestion

Better approach to handle emails with invalid header

Notes

The cause of the issue is that the mail server is sending emails with an invalid encoding which cannot be processed by Jira Service Management. The workaround is to change the mail server settings to send base64 or binary encoded emails to the Service Desk email channel.